Complaint: ***
I am rejecting this response because:*** *** ** *** *** *** *** *** *** ** * *** *** *** * *** *** *** *** *** *** ** *** *** *** *** *** ** *** *** ** ** *** *** *** *** *** *** *** *** *** *** * *** *** *** *** ** *** ** * *** *** *** ** *** *** ** *** *** *** ** *** *** * *** *** *** *** *** *** *** *** *** *** ** ** * *** *** ** ** ** *** *** ** ** *** *** * *** *** ** *** *** ** * *** *** *** *** *** * *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** * *** *** *** *** *** *** *** *** *** *** * *** *** ** *** *** ** *** *** *** *** *** *** ** *** *** *** *** ** *** * *** *** *** * *** *** *** *** *** *** *** ** *** *** *** ** *** *** *** ** *** *** ** *** *** *** *** *** *** *** *** *** *** ** * *** *** ** *** *** *** *** *** *** *** *** *** *** ** *** * *** *** *** *** *** *** *** *** * *** ** *** *** *** ** *** *** *** *** *** *** *** *** * *** *** ** *** *** ** *** *** *** *** ** *** ** * *** *** *** *** * ** *** *** *** *** * *** ** *** *** *** *** *** *** *** *** *** *** ** *** *** ** *** * *** *** *** *** ** *** * *** ** *** * *** *** *** *** *** *** *** *** ** *** *** *** * *** *** *** *** *** ** ** *** *** *** *** *** *** *** ** *** *** * *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** * *** *** *** ** ** ** *** *** *** *** ** *** *** * *** *** ** *** *** *** *** ** *** ** * *** *** ** *** *** * *** ** *** *** *** *** *** ** *** *** *** *** *** *** *** *** ** * *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** *** * *** *** *** *** *** *** *** *** *** *** * *** *** ***Feb 2016- I was asked if I wanted to upgrade my to a There were a lot new features on the carI was curious so I went to lookHe insisted that he wanted to make up for the issues with my first purchase. We talked about upgrading to a *** and I was interested in the features but in the end concluded I did not want the vehicleAnd I stated I was not interested in purchasing the vehicleThat salesperson sent me text later stating “well if that’s the way your going to be about it” which I thought was a bit rude*** *** * *** ** *** *** *** * ** *** *** ** *** ** *** *** * *** ** *** *** *** *** ** *** ** *** *** *** May 2016- I was called by the dealership again indicating that they needed to make up for the purchase and that they had a really great deal for meI was curious so I went in again just to see what the great deal wasI test drove the car and he was adamant he needed my ***They needed my carAnyway we looked at the vehicles on the lot and I asked about a trailor hitch on the car** *** *** *** *** *** * *** ** * *** *** ** *** * *** *** ** *** I was told, I didn’t need one and if I had one the sensor to the back lift would not work properly** * *** * *** *** *** * *** ** ** *** *** We went to sit down and I just wanted to see the priceHe asked me what else I wanted to said some oil changes, gas refills, undercoating,bug deflector, **, *** the inside (which my all had) I asked for inch tires as that was what my winter tires were I they needed to fit.I was told all *** have inch tires I did not want to buy new winter tires yet againAnyway, I asked how much they would give for my old carIt was $26,and it would pay off my old loanBut the price of the new car was $49,Which was way too much so I was surprised. The car was not fully leathered, no trailor hitch which the *** MFSP was indicating is should only be $43,with those two itemsHe says it was because of the extra`s * *** *** * *** *** Anyway, I kept wanting to leave, but I couldn’t get my key back* *** ** * *** ** *** *** *** ** *** *** ** *** *** *** *** ** * *** ** ** *** *** *** *** *** ** ** *** *** *** ** *** ** *** *** *** *** ** *** *** *** *** *** * *** *** ** *** *** ** *** *** *** ** *** *** *** *** ** *** *** *** ** *** *** *** * *** *** ** *** * *** *** *** *** *** * *** ** *** *** *** *** *** ** *** *** * *** ** *** I was not willing to increase my paymentsHe kept saying it’s the same I kept saying that it is notI told him that I only have more years of payments and then my car is paid off it was not the same** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** ** *** ** ** *** ** *** ** *** *** *** * *** *** *** ** *** *** *** ** *** *** *** * *** *** ** ** *** *** ** *** *** *** * ** *** ** *** ** ** *** ** * *** * *** * *** *** ** *** *** ** * *** ** *** *** * *** *** *** *** I just wanted to go homeSo I signed what I needed and ran outThere was no checklist completedI just left *** *** *** * *** *** *** * *** *** *** ** *** *** * *** *** *** *** *** ***I texted the salesmanager and the person that the car was way too expensive and that I can not afford itI showed the salesmanger my current paystub and how different it was from the year before but all they wanted to know was how much I made last yearI offered to show my acceptance letter into UniversityI told the salesmanger that I don`t understand why I have to buy the car* *** * *** ** *** He told me that I had made an appointment so the salesperson believes I am buying the carI asked why the price is so high I don’t understand why it’s $I was told it was because of the extra’sI told the salesmanger to cancel the ***, the undercoating,and the ** and everything else extraHe told me to put all that money in a savings and use it for payments on the carHe said he needed time to get the check readyI went later to pick it up and for all those services, he only gave me $* *** ** *** I asked the salesmanager why he would tell me to put all that money into a savings account if the amount is only $I refused to cash the $or the $cheque *** * *** *** *** *** *** *** *** I didn’t want it. *** *** * *** *** ** ** *** * *** *** *** ** * *** *** *** I told the salesmanager I can buy the car when I am finished school but I can’t right nowHe ignored meI have been asking to sell the car for the last months telling them I cannot afford itI only cashed the $cheque and the $ cheque just recently because I needed it to make the car paymentsI cannot afford *** *** this carI did not want the carI have told them several timesI was horrified about them holding onto my spare key for a monthThey kept saying that I lost it and I kept telling them I was never given itFinally on June 16, the salesmanger sent me a text saying “Ive got your key here” so I went to pick it up* *** ** *** * *** *** ** ** *** *** *** *** *** ** *** *** ** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** I received a cheque for the reimbursement of warranty just in September** *** *** *** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** * *** ** *** *** *** *** *** * *** ** *** ** *** *** * *** *** *** ** ** *** *** * *** *** *** *** * *** *** ** *** *** * *** * *** *** *** *** *** * *** ** *** *** *** * *** *** *** ** *** * *** *** *** *** *** *** *** *** ** ** *** *** *** * *** *** ** *** *** *** * *** *** *** In Sept I received a call from City Ford saying they want to purchase my Ford EscapeI explained I had a but I can’t afford this carHe said he could get me into a cheaper carI went there to try to change the car however the salesmanager asked me to leave and that they could not help meT*** ** *** * *** *** *** ** *** *** *** *** *** ** *** *** ** ** *** ** *** *** * ** *** *** *** *** ** *** * *** *** *** *** *** ** *** *** *** *** *** ** ** *** The salesmanager is aware that I have been asking for a cheaper vehicle since the purchaseTwo days after the purchase, I had sent the salesperson and salesmanager a text indicating that I could not afford the car and nothing to date has been done in order to help me* *** ** *** *** *** *** *** *** *** *** *** *** *** *** * ** *** *** *** *** * *** *** * *** *** ** *** *** *** *** *** * *** ** *** * *** *** * *** * *** *** *** *** *** *** *** * ** * *** *** * *** *** *** *** *** *** *** * *** *** ** *** ** *** *** *** * *** *** *** * *** *** *** *** * *** *** *** *** *** *** *** ** *** ** *** * *** *** *** *** *** *** *** * *** *** ** *** *** * *** *** *** * ** *** *** *** *** *** ** *** *** *** ** *** *** *** ** *** ** *** *** *** *** ** *** ** * *** ** *** * *** *** *** *** *** ** *** *** *** *** *** * *** * *** *** *** *** *** *** ** *** *** *** ** *** ** ***
Sincerely,
*** ***
Final Consumer Response /* (2000, 8, 2016/04/14) */
*** and ***
8:AM (minutes ago)
to me
Hello - This is in regard to Complaint Case # XXXXXXX that was sent online yesterdayThis complaint has been completely resolved by the Manager of City Ford Sales, who has provided a refund in the
amount of $for the work that was done on our vehicleMy husband spoke to a *** Hill this morning from City Ford Sales
Cheers - *** ***
Thank you for this opportunity to respond to our customers compliant we would like to start by saying our customers are very important to us we would welcome our customer to return our gift of the Vegas trip and we could exchange for another gift of his liking we do offer many different gifts
on occasion and not all our gifts work for everyone that is why we try to have a variety for them to choose from our customer may contact me directly at city for to make arrangements once again we would like to resolve this matter and let our customer enjoy a great experience with city ford
Initial Business Response /* (1000, 5, 2015/10/21) */
Thank you for this opportunity.. MR. [redacted] has been refunded all deposits and his contract with us and [redacted] has been cancelled . No further action is required on our part .We have no dispute .. thank you
Initial Consumer Rebuttal /*...
(2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
City Ford gave us 3 options:
- They give us 2000$ on the actual deal.
- We go back and they will make a great deal to us on a new vehicle.
- If we can't trust them still, they will cancel the sale.
He asked that we think about it and we agreed just to favorize [redacted] the settlement and to make sure the cancellation goes smoothly (no attempt to make us pay for the fees or else and that we do recover the 2000$ in downpayment + the value for the two vehicle we traded in).
*We finalized everything with City Ford, and I recovered my trade-ins and they cancelled the sale and the loan, I got confirmation of this in writing. And I have purchased another vehicle.
Thank you very much Revdex.com!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I do though want to ensure that City Ford will accept both Vegas trips back in exchange for 2 other gift items? Their message appears to only refer to 1 Vegas trip. Can you confirm they will accept both and advise who I should reach out to for this?
Sincerely,
[redacted]
To Whom it may concern:Re: Complaint [redacted]; [redacted] [redacted] [redacted]...
[redacted] [redacted]I have reviewed this file with both Sales Manager and Salesperson. At no point other than your letter to us here at City Ford have I spoken to or received an email or phone call in regards to this customer.I believe this was Miss [redacted] third purchase here with City Ford. We do value her business and would welcome the opportunity to help her if possible.With regards to her treatment here at City Ford by our staff, [redacted] we have systems in place at our dealership so as to make our customers buying experience smooth and completely understanding.; (i.e.) worksheets and numbers are all discussed and negotiated prior to any bill of sale and or contracts signed until both parties have reached an agreement on price, paymnet, trade allowance, cash down and any promises to our customer. This being said our customers would then give consent by signature on each, as many as ten to twenty times in total.Miss [redacted] was given a refund on extended warranty (i.e.) [redacted] for unused portion credit $1,221.68, plus a cheque for cash back of $1,750.00. An additional cheque for $400.00 for [redacted] taping that she did not want applied to her vehicle.Miss [redacted] also received a zero % interest rate which was a reduced rate from her prior purchases. Her bi-weekly payments went from $300.00 to $359.00. This was her choice and she did move up 2 years in vehicle with full warranty.We do understand in today's economy budgets are extremely important in personal lives. Buyer remorse fall upon all of us often. We do stand by our process to be as transparent in respect to our customer experience. We would certainly welcome Miss [redacted] back to City Ford and discuss any help we could offer her. It is our intent to keep all our customers loyal to City Ford.Should you need any further information regarding this file please call or e-mail myself at City Ford.Yours truly,Stephen C[redacted]General Sales ManagerCity Ford Sales Ltd.email: [redacted]@[redacted].com
Initial Business Response /* (1000, 5, 2016/01/18) */
On Dec 14th [redacted] test drove a few vehicles and after determining what she wanted we had a vehicle that would meet her needs coming in in a few days. That day we negotiated on the price, down payment and payments. She agreed to give us...
a total down payment of $1500, we gave her a $500 spin in win and a $2000 match your cash. Her actual value of her trade was $1500 but we gave her a trade in value of $2500. She agreed to the terms and conditions of the sale, initialed a worksheet, signed a bill of sale and a contract allowing us to proceed on the 14th of December. When the vehicle arrived on the 18th, [redacted] test drove the vehicle. She had some concerns about the tires and windshield which we addressed. She insured the vehicle, paid the remainder of her deposit and took delivery of the vehicle. She declined to purchase extended warranty. The following day, Dec 19th, the paperwork was processed and funded with the bank. On the 20th an appointment was made to meet to discuss her concerns about the tires and windshield once again. On th 21st R[redacted], used car manager, and salesman met with [redacted] to discuss concerns. City Ford agreed to replace all 4 tires and have the windshield replaced or repaired as it was still under warranty. We explained that the documentation fee was used for processing paperwork, carproofs, lien checks etc. and is a part of doing business. [redacted] enquired about getting a brand new vehicle. We explained that once a contract is funded by a bank how difficult it is to do. However, because she is such a great customer we agreed to follow thru with what we originally promised or explore other options. She wanted to look at a new vehicle so we test drove a few. She selected one and agreed to new numbers but then changed her mind again and she test drove another vehicle and then agreed to those terms and conditions. We gave her the value of her existing loan ($22,229.41) that reflects the down payment and trade allowance from her first purchase. She did not lose her down payment or her trade in value or the $500 spin and win or the $2000 double your down payment we gave her. It was reflected in her loan buyout. Her first loan, on the used vehicle, was at 5.79%, her new loan is at 0.99%. We gave her a remote starter, additional winter front and back floor mats, $1000 Costco and a $500 Christmas cash. Upon review we feel that we have gone above and beyond and have done everything in our power to try and keep [redacted] satisfied. There is nothing more we can do.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
[redacted]
Based on inconsistencies of the mechanical inspection of the used 2014 [redacted], when I decided to purchase new instead, I asked for the same make and model, that being a [redacted] SE 1.6L 4WD. The same as what I had test driven previously. The same as what I had as a loaner. The same as what I purchased used. After the test drive of the new vehicle and I looked at the price the salesman quoted me, I asked why it was $1200 over MSRP. Apparently he had me test drive and was trying to sell me a 2.0 L engine upgrade. [redacted] That clarifies the "she changed her mind for a third time" claim. It's false.
[redacted]
[redacted]
Complaint: ***
I am rejecting this response because:*** *** ** *** *** *** *** *** *** ** * *** *** *** * *** *** *** *** *** *** ** *** *** *** *** *** ** *** *** ** ** *** *** *** *** *** *** *** *** *** *** * *** *** *** *** ** *** ** * *** *** *** ** *** *** ** *** *** *** ** *** *** * *** *** *** *** *** *** *** *** *** *** ** ** * *** *** ** ** ** *** *** ** ** *** *** * *** *** ** *** *** ** * *** *** *** *** *** * *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** * *** *** *** *** *** *** *** *** *** *** * *** *** ** *** *** ** *** *** *** *** *** *** ** *** *** *** *** ** *** * *** *** *** * *** *** *** *** *** *** *** ** *** *** *** ** *** *** *** ** *** *** ** *** *** *** *** *** *** *** *** *** *** ** * *** *** ** *** *** *** *** *** *** *** *** *** *** ** *** * *** *** *** *** *** *** *** *** * *** ** *** *** *** ** *** *** *** *** *** *** *** *** * *** *** ** *** *** ** *** *** *** *** ** *** ** * *** *** *** *** * ** *** *** *** *** * *** ** *** *** *** *** *** *** *** *** *** *** ** *** *** ** *** * *** *** *** *** ** *** * *** ** *** * *** *** *** *** *** *** *** *** ** *** *** *** * *** *** *** *** *** ** ** *** *** *** *** *** *** *** ** *** *** * *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** * *** *** *** ** ** ** *** *** *** *** ** *** *** * *** *** ** *** *** *** *** ** *** ** * *** *** ** *** *** * *** ** *** *** *** *** *** ** *** *** *** *** *** *** *** *** ** * *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** *** * *** *** *** *** *** *** *** *** *** *** * *** *** ***Feb 2016- I was asked if I wanted to upgrade my to a There were a lot new features on the carI was curious so I went to lookHe insisted that he wanted to make up for the issues with my first purchase. We talked about upgrading to a *** and I was interested in the features but in the end concluded I did not want the vehicleAnd I stated I was not interested in purchasing the vehicleThat salesperson sent me text later stating “well if that’s the way your going to be about it” which I thought was a bit rude*** *** * *** ** *** *** *** * ** *** *** ** *** ** *** *** * *** ** *** *** *** *** ** *** ** *** *** *** May 2016- I was called by the dealership again indicating that they needed to make up for the purchase and that they had a really great deal for meI was curious so I went in again just to see what the great deal wasI test drove the car and he was adamant he needed my ***They needed my carAnyway we looked at the vehicles on the lot and I asked about a trailor hitch on the car** *** *** *** *** *** * *** ** * *** *** ** *** * *** *** ** *** I was told, I didn’t need one and if I had one the sensor to the back lift would not work properly** * *** * *** *** *** * *** ** ** *** *** We went to sit down and I just wanted to see the priceHe asked me what else I wanted to said some oil changes, gas refills, undercoating,bug deflector, **, *** the inside (which my all had) I asked for inch tires as that was what my winter tires were I they needed to fit.I was told all *** have inch tires I did not want to buy new winter tires yet againAnyway, I asked how much they would give for my old carIt was $26,and it would pay off my old loanBut the price of the new car was $49,Which was way too much so I was surprised. The car was not fully leathered, no trailor hitch which the *** MFSP was indicating is should only be $43,with those two itemsHe says it was because of the extra`s * *** *** * *** *** Anyway, I kept wanting to leave, but I couldn’t get my key back* *** ** * *** ** *** *** *** ** *** *** ** *** *** *** *** ** * *** ** ** *** *** *** *** *** ** ** *** *** *** ** *** ** *** *** *** *** ** *** *** *** *** *** * *** *** ** *** *** ** *** *** *** ** *** *** *** *** ** *** *** *** ** *** *** *** * *** *** ** *** * *** *** *** *** *** * *** ** *** *** *** *** *** ** *** *** * *** ** *** I was not willing to increase my paymentsHe kept saying it’s the same I kept saying that it is notI told him that I only have more years of payments and then my car is paid off it was not the same** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** ** *** ** ** *** ** *** ** *** *** *** * *** *** *** ** *** *** *** ** *** *** *** * *** *** ** ** *** *** ** *** *** *** * ** *** ** *** ** ** *** ** * *** * *** * *** *** ** *** *** ** * *** ** *** *** * *** *** *** *** I just wanted to go homeSo I signed what I needed and ran outThere was no checklist completedI just left *** *** *** * *** *** *** * *** *** *** ** *** *** * *** *** *** *** *** ***I texted the salesmanager and the person that the car was way too expensive and that I can not afford itI showed the salesmanger my current paystub and how different it was from the year before but all they wanted to know was how much I made last yearI offered to show my acceptance letter into UniversityI told the salesmanger that I don`t understand why I have to buy the car* *** * *** ** *** He told me that I had made an appointment so the salesperson believes I am buying the carI asked why the price is so high I don’t understand why it’s $I was told it was because of the extra’sI told the salesmanger to cancel the ***, the undercoating,and the ** and everything else extraHe told me to put all that money in a savings and use it for payments on the carHe said he needed time to get the check readyI went later to pick it up and for all those services, he only gave me $* *** ** *** I asked the salesmanager why he would tell me to put all that money into a savings account if the amount is only $I refused to cash the $or the $cheque *** * *** *** *** *** *** *** *** I didn’t want it. *** *** * *** *** ** ** *** * *** *** *** ** * *** *** *** I told the salesmanager I can buy the car when I am finished school but I can’t right nowHe ignored meI have been asking to sell the car for the last months telling them I cannot afford itI only cashed the $cheque and the $ cheque just recently because I needed it to make the car paymentsI cannot afford *** *** this carI did not want the carI have told them several timesI was horrified about them holding onto my spare key for a monthThey kept saying that I lost it and I kept telling them I was never given itFinally on June 16, the salesmanger sent me a text saying “Ive got your key here” so I went to pick it up* *** ** *** * *** *** ** ** *** *** *** *** *** ** *** *** ** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** I received a cheque for the reimbursement of warranty just in September** *** *** *** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** * *** ** *** *** *** *** *** * *** ** *** ** *** *** * *** *** *** ** ** *** *** * *** *** *** *** * *** *** ** *** *** * *** * *** *** *** *** *** * *** ** *** *** *** * *** *** *** ** *** * *** *** *** *** *** *** *** *** ** ** *** *** *** * *** *** ** *** *** *** * *** *** *** In Sept I received a call from City Ford saying they want to purchase my Ford EscapeI explained I had a but I can’t afford this carHe said he could get me into a cheaper carI went there to try to change the car however the salesmanager asked me to leave and that they could not help meT*** ** *** * *** *** *** ** *** *** *** *** *** ** *** *** ** ** *** ** *** *** * ** *** *** *** *** ** *** * *** *** *** *** *** ** *** *** *** *** *** ** ** *** The salesmanager is aware that I have been asking for a cheaper vehicle since the purchaseTwo days after the purchase, I had sent the salesperson and salesmanager a text indicating that I could not afford the car and nothing to date has been done in order to help me* *** ** *** *** *** *** *** *** *** *** *** *** *** *** * ** *** *** *** *** * *** *** * *** *** ** *** *** *** *** *** * *** ** *** * *** *** * *** * *** *** *** *** *** *** *** * ** * *** *** * *** *** *** *** *** *** *** * *** *** ** *** ** *** *** *** * *** *** *** * *** *** *** *** * *** *** *** *** *** *** *** ** *** ** *** * *** *** *** *** *** *** *** * *** *** ** *** *** * *** *** *** * ** *** *** *** *** *** ** *** *** *** ** *** *** *** ** *** ** *** *** *** *** ** *** ** * *** ** *** * *** *** *** *** *** ** *** *** *** *** *** * *** * *** *** *** *** *** *** ** *** *** *** ** *** ** ***
Sincerely,
*** ***
Final Consumer Response /* (2000, 8, 2016/04/14) */
*** and ***
8:AM (minutes ago)
to me
Hello - This is in regard to Complaint Case # XXXXXXX that was sent online yesterdayThis complaint has been completely resolved by the Manager of City Ford Sales, who has provided a refund in the
amount of $for the work that was done on our vehicleMy husband spoke to a *** Hill this morning from City Ford Sales
Cheers - *** ***
Thank you for this opportunity to respond to our customers compliant we would like to start by saying our customers are very important to us we would welcome our customer to return our gift of the Vegas trip and we could exchange for another gift of his liking we do offer many different gifts
on occasion and not all our gifts work for everyone that is why we try to have a variety for them to choose from our customer may contact me directly at city for to make arrangements once again we would like to resolve this matter and let our customer enjoy a great experience with city ford
Initial Business Response /* (1000, 5, 2015/10/21) */
Thank you for this opportunity.. MR. [redacted] has been refunded all deposits and his contract with us and [redacted] has been cancelled . No further action is required on our part .We have no dispute .. thank you
Initial Consumer Rebuttal /*...
(2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
City Ford gave us 3 options:
- They give us 2000$ on the actual deal.
- We go back and they will make a great deal to us on a new vehicle.
- If we can't trust them still, they will cancel the sale.
He asked that we think about it and we agreed just to favorize [redacted] the settlement and to make sure the cancellation goes smoothly (no attempt to make us pay for the fees or else and that we do recover the 2000$ in downpayment + the value for the two vehicle we traded in).
*We finalized everything with City Ford, and I recovered my trade-ins and they cancelled the sale and the loan, I got confirmation of this in writing. And I have purchased another vehicle.
Thank you very much Revdex.com!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I do though want to ensure that City Ford will accept both Vegas trips back in exchange for 2 other gift items? Their message appears to only refer to 1 Vegas trip. Can you confirm they will accept both and advise who I should reach out to for this?
Sincerely,
[redacted]
To Whom it may concern:Re: Complaint [redacted]; [redacted] [redacted] [redacted]...
[redacted] [redacted]I have reviewed this file with both Sales Manager and Salesperson. At no point other than your letter to us here at City Ford have I spoken to or received an email or phone call in regards to this customer.I believe this was Miss [redacted] third purchase here with City Ford. We do value her business and would welcome the opportunity to help her if possible.With regards to her treatment here at City Ford by our staff, [redacted] we have systems in place at our dealership so as to make our customers buying experience smooth and completely understanding.; (i.e.) worksheets and numbers are all discussed and negotiated prior to any bill of sale and or contracts signed until both parties have reached an agreement on price, paymnet, trade allowance, cash down and any promises to our customer. This being said our customers would then give consent by signature on each, as many as ten to twenty times in total.Miss [redacted] was given a refund on extended warranty (i.e.) [redacted] for unused portion credit $1,221.68, plus a cheque for cash back of $1,750.00. An additional cheque for $400.00 for [redacted] taping that she did not want applied to her vehicle.Miss [redacted] also received a zero % interest rate which was a reduced rate from her prior purchases. Her bi-weekly payments went from $300.00 to $359.00. This was her choice and she did move up 2 years in vehicle with full warranty.We do understand in today's economy budgets are extremely important in personal lives. Buyer remorse fall upon all of us often. We do stand by our process to be as transparent in respect to our customer experience. We would certainly welcome Miss [redacted] back to City Ford and discuss any help we could offer her. It is our intent to keep all our customers loyal to City Ford.Should you need any further information regarding this file please call or e-mail myself at City Ford.Yours truly,Stephen C[redacted]General Sales ManagerCity Ford Sales Ltd.email: [redacted]@[redacted].com
Initial Business Response /* (1000, 5, 2016/01/18) */
On Dec 14th [redacted] test drove a few vehicles and after determining what she wanted we had a vehicle that would meet her needs coming in in a few days. That day we negotiated on the price, down payment and payments. She agreed to give us...
a total down payment of $1500, we gave her a $500 spin in win and a $2000 match your cash. Her actual value of her trade was $1500 but we gave her a trade in value of $2500. She agreed to the terms and conditions of the sale, initialed a worksheet, signed a bill of sale and a contract allowing us to proceed on the 14th of December. When the vehicle arrived on the 18th, [redacted] test drove the vehicle. She had some concerns about the tires and windshield which we addressed. She insured the vehicle, paid the remainder of her deposit and took delivery of the vehicle. She declined to purchase extended warranty. The following day, Dec 19th, the paperwork was processed and funded with the bank. On the 20th an appointment was made to meet to discuss her concerns about the tires and windshield once again. On th 21st R[redacted], used car manager, and salesman met with [redacted] to discuss concerns. City Ford agreed to replace all 4 tires and have the windshield replaced or repaired as it was still under warranty. We explained that the documentation fee was used for processing paperwork, carproofs, lien checks etc. and is a part of doing business. [redacted] enquired about getting a brand new vehicle. We explained that once a contract is funded by a bank how difficult it is to do. However, because she is such a great customer we agreed to follow thru with what we originally promised or explore other options. She wanted to look at a new vehicle so we test drove a few. She selected one and agreed to new numbers but then changed her mind again and she test drove another vehicle and then agreed to those terms and conditions. We gave her the value of her existing loan ($22,229.41) that reflects the down payment and trade allowance from her first purchase. She did not lose her down payment or her trade in value or the $500 spin and win or the $2000 double your down payment we gave her. It was reflected in her loan buyout. Her first loan, on the used vehicle, was at 5.79%, her new loan is at 0.99%. We gave her a remote starter, additional winter front and back floor mats, $1000 Costco and a $500 Christmas cash. Upon review we feel that we have gone above and beyond and have done everything in our power to try and keep [redacted] satisfied. There is nothing more we can do.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
[redacted]
Based on inconsistencies of the mechanical inspection of the used 2014 [redacted], when I decided to purchase new instead, I asked for the same make and model, that being a [redacted] SE 1.6L 4WD. The same as what I had test driven previously. The same as what I had as a loaner. The same as what I purchased used. After the test drive of the new vehicle and I looked at the price the salesman quoted me, I asked why it was $1200 over MSRP. Apparently he had me test drive and was trying to sell me a 2.0 L engine upgrade. [redacted] That clarifies the "she changed her mind for a third time" claim. It's false.
[redacted]
[redacted]